What recommendation would likely help reverse the trend of increased case resolution time?

Configuring entitlements and milestones to enforce Service Level Agreements (SLAs) directly addresses the processes related to case resolution times. By establishing clear entitlements and setting milestones, an organization can define expected response and resolution times for cases, creating an accountability system for the agents. This structured approach helps agents prioritize their workload effectively and ensures that they are adhering to the required timelines, ultimately leading to improved case resolution efficiency.

In addition to this benefit, having SLAs in place allows for better monitoring and reporting on case resolutions, helping managers identify potential bottlenecks in the process. This can lead to targeted improvements in operational workflows or resource allocation.

While other options may seem beneficial, they do not directly address the root cause of case resolution time delays in the systematic way that defining SLAs and milestones does. For example, hiring more agents may increase the workforce but may not enhance efficiency without clear guidelines and accountability in place. Similarly, improving training for existing agents can be constructive, although it may take time to implement and show results, and operational adjustments such as SLAs can lead to quicker improvements. Tracking social sentiment can provide valuable insights but does not directly impact the case resolution process.